Our Support Policy

Scope of our Support

Our support is limited to our AADS Terminal Server products. It is unfortunately not possible for us to support all those applications that you can run and all those generic IT problems that can happen. We can not answer questions like "does the application XYZ work?" for the simple reason that there are to many applications available for Windows. We do not have enough time and enough staff to test them all. This is why we supply you with a Demo, so you have every opportunity to test AADS Terminal Server with your applications, network, infrastructure, etc.

The HTML-pages as served by the integrated web server can be changed. Please note: our support is limited to AADS Terminal Server. We can not support you on “how to write HTML, CSS, or other web page issues”. It is OK with us if you change the HTML-pages as served by our web server, but it is your responsibility to ensure you write valid, usable and working HTML-pages.

The Helpdesk does not access the internet

As you can read in our  Checklist we need details for being able to support you, including the ZIP Support File . Please do not tell us "you can download the ZIP Support File from http://www.somewebserver.com/somelink". To avoid risks related to downloading something from unknown-to-us sources on the internet, the helpdesk does not access the internet and download something.

The Helpdesk does not access Servers from customers

The helpdesk does not access Servers from customers because of the liability risk involved.

HowTo Ask Support

When asking support, please see the checklist: HowTo Ask Support .

About Firewalls

• Use Them!
• No Firewall, No Support.

When we see that the customer:

• has not enabled the AADS RDP firewall
• is running RDP on port 3389
• there are many, many hack / failed login attempts,

our support policy is as follows

• First enable the AADS RDP Firewall
• Optional change the RDP port to something else then 3389

and after that, "if there is still some problem, let us know....."
But most of times we do not get a second support email.

No firewall is not acceptable anymore, because then to many hack-attempts are happening, and those hack-attempts do use/waste Windows resources, and if that happens for a day, Windows might become unstable. Usually a problem like this will go away if the Firewall is being used.

Those generic RDP hack attempts as they are coming from the internet, for the most of it they will go away if the RDP port number is changed to something else then 3389.

Your default IT Policy should be as follows:

• Enable the AADS RDP Firewall
• Use the  AADS RDP firewall
  • Look at the logging and info of the AADS RDP Firewall
  • Look at the Windows Security Event logging